Customer Success Manager (CSM)

We're Hiring: Customer Success Manager (CSM)
📍 Wilrijk (Antwerp), Belgium (Hybrid – 2 days/week on-site)

At Spacewell, we're revolutionizing smart building management with cutting-edge SaaS solutions. To support our continued growth, we're looking for a Customer Success Manager (CSM) to join our dynamic team in Wilrijk. Do you have a technical background, B2B SaaS experience, and a proven track record in Customer Success? This opportunity is for you!

Your Mission

As a Customer Success Manager, your mission is to drive customer satisfaction, retention, and expansion across a designated portfolio of B2B clients. You’ll be the trusted advisor, the technical expert, and the customer advocate, ensuring your clients thrive on the Spacewell platform.

You’ll work closely with cross-functional teams to deliver exceptional service, execute our customer success strategy, and help shape the future of our products by being the voice of the customer.

Key Responsibilities

• Customer Onboarding: Deliver smooth onboarding experiences, identifying training or service needs to maximize first-time customer success.
• Account Management: Build lasting relationships with key accounts, understanding business goals and aligning our solutions accordingly.
• Product Expertise: Master the Spacewell SaaS platform to provide expert support, demos, and guidance.
• Customer Advocacy: Promote successful customer stories through case studies, testimonials, and references.
• Retention & Growth: Identify churn risks early and implement proactive strategies to improve satisfaction and retention.
• Feedback Loop: Collect, analyse, and communicate customer feedback to product and marketing teams.
• Usage Analytics: Monitor usage data to uncover upsell/cross-sell opportunities in collaboration with the sales team.
• Performance Reporting: Track and report on customer health, success KPIs, and overall account status.

What We’re Looking For

• Experience: 3+ years in Customer Success roles, ideally in SaaS B2B companies.
• Technical Background: Ability to understand technical products and explain complex topics clearly.
• Customer-Centric Mindset: A passion for delivering value and building relationships that last.
• Analytical Thinking: Data-driven approach to problem-solving and decision-making.
• Excellent Communicator: Skilled in stakeholder management and internal collaboration across sales, product, support, and engineering teams.
• Adaptable: Comfortable working in a fast-changing, scale-up environment.
• Team Player: Collaborative spirit with the autonomy to manage your own customer portfolio.

Success Metrics

• Net Retention Rate (NRR)
• Churn & Expansion Rates
• Customer Health Score
• Engagement & Satisfaction Levels

What We Offer

• A competitive salary with a bonus structure
• A full benefits package, including:
  • Company car
• Meal & eco vouchers
• Insurance coverage
• Expense reimbursement
• Hybrid work model – 2 days/week at our Wilrijk office, with flexible hours
• 32 vacation days to recharge and unwind
• The opportunity to work in a fast-paced, international tech company
• A supportive, informal team culture that values collaboration and celebrates success

Apply now!
Please note: due to summer holidays, we kindly ask that applications be submitted by July 17 or again starting from August 12. Thank you for your understanding!”